Complaints

This profile includes complaints for Bob Bell Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bob Bell Automotive Group, Inc.

  7125 Ritchie Hwy Glen Burnie, MD 21061-2903

• 

  Bob Bell Automotive Group, Inc.

  7900 Eastern Ave Baltimore, MD 21224-2125

• 

  Bob Bell Automotive Group, Inc.

  1230 Baltimore Pike Bel Air, MD 21014-5107

• 

  Bob Bell Automotive Group, Inc.

  1 Kane St Baltimore, MD 21224-1815

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 11, 2024, I purchased a 2024 Hyundai *************** with approximately ***** miles *****************. A few days after driving the vehicle the **** abruptly stopped working!!! I have reached out to the dealership on multiple occasions, and they gave me an appointment for November 27, 2024, however, this is a top PRIORITY SAFETY HAZARD!!! I have not had this vehicle a good week yet, it should not be having mechanical issues already. I am outraged that I have to go through this, when I literally just got this car on November 11, 2024. I spoke to my salesman ***** ******, who instructed me to take the car to the closest Hyundai dealership, so I went to one in **********, **, and they were not able to get me in for service until December. So that was a waste of time and Gas. I am seriously regretting making this purchase. I had a chance to do business with the Hyundai dealership in *********, **, and I now wish I had!*** **** Hyundai in ***************, needs to correct this matter effective immediately, as I cannot continue to drive without a working horn!

  Business Response

  Date: 11/21/2024

  The consumers concerns have been adressed

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  had my 2019 ******** xt5 worked on at this dealership originally for a thermostat replacement. once picked up had to retake vehicle back twice because of no heat and a check engine light came on and running rough took it immediately back. diagnosis was a spark *********** injector. they submitted this claim to my warranty without permission. After all work was done I picked up my vehicle again. had to keep calling a service manager to get my reimbursement for my rental car my warranty paid out to ******* a few months same fuel injector failed & i was leaking gushing fuel from under my parked vehicle the passage front side. at the time i was unaware of what the issue was. I just knew that my car would not start & i found a large puddle under my vehicle after trying to start it a few times and very light headed from the amount of fumes. i had my car towed to a new shop.the new shop said have you had work done on this vehicle recently? why yes back in February they said a dealership produced this kind of work! things were not put back correctly & my fuel injector was the ********* was very lucky i did not combust. the warranty did not cover the same part because not over a year & same part.i had to pay out of pocket for the same part *** **** was to replace. car care said this fuel injector was never replaced likely and missing a (u) part to hold it in place. I have all this in written receipts and documents. fast forward a month after getting my fuel injector replaced correctly a second time. now my catalytic converter went up. had to take it to a ******** dealership to have the work done and this was cause of the faulty fuel injector *** **** placed incorrectly or failed to fix correctly. fuel leaking burnt this catalytic converter up. this car truly ran fine and no issues but a thermostat went up. this is totally unacceptable to happen not only could i have lost my life but i paid out of pocket thousands of dollars because of this dealership and its work ethics

  Business Response

  Date: 11/18/2024

  Today, *** **** contacted ********* twice and I had a nice discussion about the sequence of car repair events, numerous service visits at all of the numerous service centers involved. *** **** did some repairs to the cooling system and then also the fuel injector/spark plug for a misfire concern in February 2024. In September 2024, Her vehicle was at another service center claiming poor workmanship, etc. While the vehicle was elsewhere, I spoke to Ms. ******** ****** on the phone and I tried to encourage the ******(representative?) in having the vehicle returned to *** **** to diagnose and repair. I explained that any repairs performed at *************** Chevrolet were under warranty. I offered sending a tow truck to have the vehicle picked up and brought back to *** **** Chevrolet. *********** ****** declined any of those options. Considering that *** **** did not get an opportunity to evaluate any of the concerns since the February 2024 repair visit, a refund is not being authorized. In an effort for customer satisfaction, a goodwill gesture of a future store credit of $600.00 which equates to approx. 50 % of the repair bill in February 2024. This store credit can be used for any future services needed. Should the customer for any reason not be satisfied with the result of this decision, the goodwill offer of $600.00 would be retracted. At *** ****, we strive to do our best to satisfy all of the customers with their vehicle needs. 

  Customer Answer

  Date: 11/20/2024

  good day,

  I want to thank you for helping with resolving this matter.

  I have spoke to the *********** manager at *** **** (**** St) location! ***** & myself  have came to an agreement of a store credit of half of the original repair amount charged. Personally I am so very glad to hear they are trying to clean up that establishment with New management. I will accept the goodwill gesture offer Of $600.00 but I unfortunately will never feel comfortable having any major mechanical work done to my vehicle at that establishment. I also Just want to make clear at the time my vehicle was only ever serviced at the dealership of where it was originally purchased by me & the 2nd dealership (*** ****) who assured quality work. in the email noted (numerous repair shops) a few different times. Overall I am very Grateful how Mr. ***** ***** handled the situation & reached out quickly to resolve the matter as he was not employed at *** **** at the time of the initial work. 

  Customer Answer

  Date: 11/21/2024

   
  
  good day,
  
  I want to thank you for helping with resolving this matter.
  
  I have spoke to the *********** manager at *** **** (***********) location! ***** & myself  have came to an agreement of a store credit of half of the original repair amount charged. Personally I am so very glad to hear they are trying to clean up that establishment with *************** I will accept the goodwill gesture offer Of $600.00 but I unfortunately will never feel comfortable having any major mechanical work done to my vehicle at that establishment. I also Just want to make clear at the time my vehicle was only ever serviced at the dealership of where it was originally purchased by me & the 2nd dealership (*** ****) who assured quality work. in the email noted (numerous repair shops) a few different times. Overall I am very Grateful how Mr. ***** ***** handled the situation & reached out quickly to resolve the matter as he was not employed at *** **** at the time of the initial work. 
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I regretfully took my car to *** **** of Bel Air for service. After having my truck for 6 days I picked it back up. All service was supposed to be complete. Driving down rt152 in ********, ** my brakes stopped working. Upon rolling to a stop and looking under my car I found that the Right rear caliper lower slide bolt was missing. This Caused the caliper to come loose and caliper piston to extend. I then checked the Left rear lower caliper side and that bolt was loose. A major accident could have occurred because due to the lacking of the device technician.

  Business Response

  Date: 08/27/2024

  We truly try and deliver the best service possible and want every customer to leave feeling we did our best for them. We truly understand why the customer would be upset to say the least for them to experience this issue. The service manager tried to speak with the customer to resolve however it seems the issue was not resolved to the customers satisfaction. We do not know for sure how this would of happened, however in our effort to show the customer we were willing to help with our goals to completely satisfy our customers the service manager was attempting to credit some of the work back and apologize for any issues. Safety is the most important concern to all customers and to **. We will offer a refund or Service Credit for the portion of the work that was for the brakes which would be $844.26. All other work that was performed was not related to the brake repair.  

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do need to state that the manager DID NOT try to work t his out or speak with me.  He stated that there is no way to know how this happened - not taking responsibility.  It's pretty clear how this happened.  Whomever worked on my tires and brakes, did not properly tighten down the read bolts on the calipers. It's a simple mistake that should never happen. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from *** **** in July 2024. Three weeks after I purchased it, the *************** stopped working. I reached out to Sirius several times and they were unable to send the signal. They indicated that this could be due to a bad antenna and that I should reach out to the dealer. Upon doing so I was told that I needed to pay a diagnostics fee. After talking to several people, I finally reached the ** who agreed to waive the diagnostic fee. Two days later, the dealership called and told me that the cost to fix the antenna would be 1300. The vehicle was basically sold to me with a bad antenna and I should not have to eat the cost. I would like Nissan to replace the antenna free of charge or under the extended warranty that I purchased.

  Business Response

  Date: 08/14/2024

   

  Mrs. Sneed  Purchased a vehicle from *** **** Chevrolet , She did bring her vehicle in for service because of an issue with her ********* We did have the vehicle looked at waiving the diagnostic fee. It was  Diagnosed that it needed a antenna and cable . Her warranty does not cover that repair .We offered her a repair at a discounted price . The radio itself works fine .The ** feature is a subscription plan through ** services . The dealer does not activate and pay for any subscriptions for any of our vehicles new or used .  Mrs. ***** is more then welcome to come in and have her worked done at the discounted price 

   

  Sincerely

  ****** ****

  General Sales Manager

   

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22136564
  
  

  The purpose of this email is to inform you that I do not agree with the response from *** **** Chevrolet. The General Manager stated that he offered me a discount - none of the paperwork that I received reflected a discount. Additionally, the response stated that there was a problem with my ******** subscription. The attached screenshot shows that I have an active account. Again I am requesting that *** **** fix my antenna as this should not have been an issue 8 days after I purchased the vehicle.

  
  

  Thanks,

  Shawannie *****

  Business Response

  Date: 09/27/2024

  In response to Miss ******* request for more information  regarding he XM radio  I have attached a copy of the repair order .Again we would like to offer her a15 % discount  on her repairs .

   

  Thanks in advance 

  ****** ****

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2018 Silverado from *** **** ***** in bel air, ** on 5/27 for 20k. truck had 125k miles on it. I financed 12k . About less than two weeks that I had it I noticed the engine banged after coming from a complete stop. No check engine light came on or anything. Well as the days went by it was happening more and more. Still no check engine light. Until this past weekend on 6/28 I took my girls ages 10 and 11 to Rehoboth DE and it kept happening. Still no check engine light. I took it to them when i could on 7/2 and they tell me it needs a new transmission, 7100 but service said they could take $500 off that. Sales said its past 30 days so its my problem How am I supposed to know if no check light comes on? A previous issue I had with them only a day after I bought it with the back up camera and the sales manager ***** says, its a ****** mile truck what did you expect? They refused to change the really blurry camera until I had to beg for a 50% discount. He said, this or nothing. I'm A single dad that just wanted something for my girls and I. I can't even drive it not even 40 days after I bought it? This is wrong on all accounts. They should replace the transmission for selling me a lemon

  Business Response

  Date: 07/08/2024

  Good Afternoon, to respond to this issue we would like to state that every vehicle we sell we take every step necessary to make sure we are delivering a great experience and a great product. That being said when it comes to a vehicle that was previously owned and has what is considered to be high mileage there can be higher risks of something happening to the vehicle due to excess mileage, wear and tear, etc.. The vehicle was Maryland state inspected and cleared for sale. With any vehicle there is no way to anticipate when an issue while arise and unfortunately as previously stated especially with an older higher mileage vehicle. Typically if a customer feels like the their vehicle is running improperly they bring it to our attention and get it into the shop as to not cause further damage as lights do not always come on especially when the light could also be inoperable. Used Cars are always buyer beware as they can be a risk when someone else had owned them and driven them. Fortunately we can repair the vehicle but there will be a cost involved as it is not under warranty. We do offer extended warranties on every vehicle to cover these issues , however the customer declined. 

  Customer Answer

  Date: 07/15/2024

  I only put barely 700 miles in the truck and contacted the business 31 days after buying it. The issue started less than 2 weeks after I bought it. I didnt know what it was and there was no indication like a check engine light. Its only when I had my kids in the truck and the transmission kept going out of control that I saw it was completely unsafe.
  

  I gave this business 8k of my own money as a down payment, I wasnt about to buy an extended warranty for more $$ and certainly didnt expect this major issue less than a month after I bought it!!! 
  

  they should do the right thing here.

   

  a new transmission costs 7k. That means 15k of my own money goes into a truck that was 21k walking out of the door.  It hasnt even been two months!!!

  This is incredible that *** **** will not do the right thing.  The right thing is to do all they can to try and keep a customer. Instead they tell me, oh well your responsibility, we cant do anything.

  I really cant believe this 

   

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21947844
  
  I am rejecting this response because:  I only put barely 700 miles in the truck and contacted the business 31 days after buying it. The issue started less than 2 weeks after I bought it. I didnt know what it was and there was no indication like a check engine light. Its only when I had my kids in the truck and the transmission kept going out of control that I saw it was completely unsafe.
  
  I gave this business 8k of my own money as a down payment, I wasnt about to buy an extended warranty for more $$ and certainly didnt expect this major issue less than a month after I bought it!!! 
  
  they should do the right thing here.
  
   
  
  a new transmission costs 7k. That means 15k of my own money goes into a truck that was 21k walking out of the door.  It hasnt even been two months!!!
  
  This is incredible that *** **** will not do the right thing.  The right thing is to do all they can to try and keep a customer. Instead they tell me, oh well your responsibility, we cant do anything.
  
  I really cant believe thi
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/16/2024

  Good afternoon, we would like to acknowledge that again we take every step to communicate with our customers that we do everything possible to ensure they are completely satisfied from providing any posted info about the previous owned vehicle they are purchasing, to explaining and offering additional coverage in the event a vehicle has an unforeseen and unpredictable issue that can arise as it has with this vehicle. Again as previously stated the customer declined the coverage. We would also like to address the down payment. This was used to reduce the loan amount and the unpaid balance it does not affect the actual selling price of the vehicle. The customer is more then welcome to contact me and and we will make every concession to save them as much as possible on the repairs to help assist in the cost.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21947844
  
  I am rejecting this response because:

  I attempted to call and talk to Mr ****** left a message and received no call back.   Ive also done the same for Mr. **** in *******. Ive called, left a message and sent an email, without any response.
  

   

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/23/2024

  Good Morning, **** ***** is at our **** Location and he did attempt to get me the message from the customer however i was out of town with very little reception. I did respond by email to the BBB case while i was away but did not receive the customers message until i returned. Once i returned i did reach out to the customer who had also left me an email and agreed to assist the customer in the repair. I spoke to the customer this morning. Thank You. 

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my truck to Bob Bell Chevrolet I had the vehicle tow there due to it stop running Bob Bell Chevrolet had my vehicle for over a month and a half in that month and a half I did not receive not one courteous phone call from them letting me know what the progress was on my vehicle after 2 months of waiting finally and me calling everyday they call me and tell me my vehicle is repaired I go there I pick up my vehicle on Thursday drove the vehicle halfway home realized it was not running right none of my lights blinkers signals electrical issues were working call Bob Bell right away he told me to bring it back they towed my truck back to Bob Bell again they had it for over 3 weeks never once calling me letting me know what was going on the two times that I called them to find out what was going on they told me that there were jobs ahead of mine that were quicker that they were trying to take care of and get out first before they brought my truck in but I have already paid for my truck that was supposed to have been fixed which never was so the gentleman calls me and tells me that they can't figure it out that I need to take my truck and have it towed to an electrical specialist and then have it towed back to them and figure it out from there they were not trying to help me in any way get my truck to the place nor were they trying to help me fix my truck I would like to be refunded for the mind that I pay for a repair that was not done on my truck every time I call them I get brushed off or they tell me that the manager is not there I've left five messages for the general manager he has not called me back either I just want my money back I will figure out my truck somewhere else to get it fixed I will never ever deal with Bob Bell Chevrolet again this was the most horrible experience I've ever had by a dealership in my life

  Business Response

  Date: 06/28/2024

  The customer had the vehicle towed in as the engine would not start. The customer was advised and authorized the diagnosis. During the diagnosis for the engine no start condition, it quickly became evident that someone elsewhere had been working on the engine and there were numerous problems. It was found that the engine was not in correct timing and the distributor was improperly installed. the customer authorized these repairs, and the technician reinstalled the distributor and also did some work related to the fuel system. The customer was in regular contact with the technician as the vehicle was here being worked on. After making some of the repairs and installing some parts the customer authorized, the engine would start and run. The vehicle is in very poor condition and needs a numerous repairs overall. The customer was advised the vehicle is unsafe to drive due to bald tires, damaged, worn suspension items, etc. Bob Bell refused to take the vehicle for a road test as it is unsafe. The customer picked up the vehicle and drove off the lot after authorizing repairs and paying the invoice. The vehicle ended up stopped running and the customer had towed back in. This vehicle is in very poor condition and the customer has been advised of its condition and the unreasonable amount of expense needed to repair it further. All of the repairs performed were needed and authorized, therefore there will be no refund issued. 

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around May 18, 2024 I took my vehicle for the "Bell Cares free oil changes for life" at Bob Bell Nissan/ *** on ***********. They stripped the oil plug. They're claiming it was already stripped because oil was all over the engine. In fact, power steering fluid was all over the engine because I just replaced the power steering pump and could not contain the oil in any way so it drained all down the side of the engine. My point to them was that the oil changes are done here at *************** and here only. If the drain plug was already stripped that they did it during the last oil change. They said my car has 120k miles and these things happen to older vehicles. I believe they fail to realize, oil plugs only require about nine foot pounds of torque. I have pictures of the head of the steel bolt. It has so much damage from being over tightened. *** **** told me my oil pan needed to be replaced. They said, "tapping it would only be a temporary fix". They said to replace the oil pan would be $1200. That cost would be on me. I said no, I'm not paying for damage they caused and left after talking to several managers. The general manager called me and said bring it back in the very next day and they would take care of it. I take it in and the wanted to tap the drain hole for a larger bolt. I said no and left. *** **** has taken zero responsibility for their actions and I've done everything I could without going to small claims court.

  Business Response

  Date: 07/11/2024

  My name is ****** ********, I am the Nissan Service Director hear at Bob Bell Nissan. Upon removing the drain plug from the *********************************************************** great condition . However, the threads inside the oil pan were worn out from 15 years of use. Mr. ********* believes we forced his drain plug back in or cross threaded the drain plug causing the concern. If we did either of these the damage would also be reflected on the drain plug threads as they would be bearing the effects of cross threading. I've attached a photo of the drain plug removed from his vehicle where it is visible that there is no damage to the threads of the drain plug. We attempted to show Mr. ********* this on his first visit when we originally notified him of the leak and the second visit, he declined both times. We also offered as a courtesy to re-thread his oil pan to avoid any further leaking and he declined. I would also be remiss if I did not add, if we installed the drain plug incorrectly the threads would have come out with the drain plug instead of wearing into the pan. We do not believe we should be held responsible for parts components wearing out on vehicles and hope that this is understandable. If there are any questions or concerns please do not hesitate to contact me directly
  
  Best,
  
  ****** *****-Hamilton 
  Service Manager
  Bob Bell Nissan
  ********************************

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21876879
  
  I am rejecting this response because:

  The service department is trying to say that there is no damage to the drain plug on my vehicle. This is a fact. The reason for this is that the drain plug is made of steel and the oil pan is made of aluminum. There would never be any damage to the steel drain plug when it destroyed the inferior metal of the aluminum on the treads of the oil pan. Also, with only 8.7 ft lbs of torque on the drain plug, the threads should never be damaged. This is the recommended torque my the manufacturer to insure longevity of the threads. *** **** is the only place that changed my oil since I bought the car. I receive "free oil changes for life" when I bought the car from them 14 years ago. So any damage to the oil pan threads, was done by them. They're just trying to make facts where there are none. Any mechanic will tell you, if you continue to over tightened a steel bolt in an aluminum oil pan, the threads would give out on the aluminum oil pan without any evidence of and kind of damage to the steel bolt. It's common sense really. 
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 07/13/2024

  I would like you to contact any mechanic shop, either a dealer or otherwise and ask if a steel drain plug would have any damage after it just stripped out the threads on an aluminum oil pan. Aluminum is considered a soft metal. If the recommended torque for the drain plug is exceeded, the aluminum threads will fail. While the steel oil plug will remain undamaged. Steel is a much harder metal than aluminum. 

   

  Thank you

   

  **** Papadakis 

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my ************** repaired at Bob Bell Ford from 6/5-6/7. After payment for the services, the valet brought the vehicle to me. When I opened the side sliding door, I immediately noticed that the microwave had been thrown from the counter and damaged the refrigerator. Since everything in the van is designed not to move (including the microwave), it means that the valet or mechanic drove the van hyper-aggressively. The refrigerator still functions but has several large gashes on the front door (pictures attached). The microwave appears to still function.Further, the valet didn't have a plastic sheet on the driver's seat (as is normal) and the seat stunk from his body odor. Even a week after picking up the van, the seat is still extremely odorous and must be detailed. Since I was on my way to work that Friday, I waited to contact Bob Bell Ford about the state of the van after I arrived. I spoke to a service associate and then emailed **** ******** ************************ whom I had been dealing with for my van repairs. **** stated that he would discuss the situation with the Service Manager on Monday and get back to me. I received no reply on Monday and emailed again Tuesday and Wednesday. By Wednesday afternoon, **** stated that Bob Bell Ford would not reimburse me for the damage.I am simply looking for reimbursement to replace the refrigerator door and for the driver's seat detailing. *** **** can detail the seat themselves if possible.

  Business Response

  Date: 06/18/2024

  We have spoken to the consumer and adressed the issue.

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,*** recently purchased a pre-owned vehicle from *** **** two months ago that is already having issues with the engine/transmission. I have no problem paying but getting the repair done has been a hassle. Getting in touch with someone from each department alone Is another challenge. Its been weeks without any resolution and infidelity concerning diagnosic coding. My desire is to get my vehicle repaired with professional help and cooperation from this dealership once and for all.Thank you.

  Business Response

  Date: 06/13/2024

  We have been in contact with customer the entire time it was in shop. She spoke to the service manager a few times and also the service consultants. We diagnosed the vehicle and found a bad injector we then contacted customer extended warranty and they said it is not a covered component. We also sent in a goodwill request to Hyundai to see if they would offer assistance, but they declined also. She declined the work to be performed and we waived the diagnostic fee and she picked up vehicle. She then called back and now wants us to do the work and has agreed to pay for the repairs. We do not have the parts in stock, so we had to order them. We will contact the customer once the parts arrive.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21784571
  No, Ive been contacting Bobs **** Automotive on ******* Hwy which always ended in a voicemail or unsolved issues! I could call from morning to afternoon, NO ANSWER! Ive never asked for a diagnosis the manager asked me to bring the car to the shop without supporting context. Its been 2 months now and they still havent contacted the camera guy to look at my back up camera that has been glitching since I purchased the car 2 months ago nor reached out to update me about the parts I need to fix my car! Horrible service and empty promises! 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a paper agreeing to one payment. The payment became higher , I tired to walk out of finance and the finance *** told me I was already legally bound. Wouldnt let me leave without letting me know credit this credit that. Was very rude when I denied all the bells and whistles added to my monthly payment. I tried reaching out to sales man a few days after leaving to let them know the car had issues and I was ignored , finally he told my gf when she got my tags to call him and he will handle it I did and he pushed me off to service who wanted me to pay a diagnostic fee for a car they just sold me that was terrible. I went in to ask to waive fee and fix car they refused then the manager told me f*** you so I said back f*** you they accepted the key back from me and then I called and left a message w the Gm of all *** bells, he called and tried to talk in circles and talk to me like I am stupid and talk down to me like I was doing something terrible. He offered to waive the diagnostic fee but that was it. He said they sorry they handled it wrong and it coulda been handled way better. I told them I wasnt taking the car back especially since they accepted it back. I called ALLY the loan place and told them *** **** took the car back and accepted the key so I took tabs off and cleaned out car and I was no longer was responsible for the 2019 **** fusion. Now *** **** is trying to coo me and con me to take it back which I will not. I also do not wanna be responsible for a car I tried to walk on but was bullied into buying and then it was a piece of garbage. I asked them not to run my credit more then three times they ran it with a dozen plus places. Even *** **** wouldnt finance it cause they were asking for 150% value of vehicle have paperwork from many places stating. They bullied me and then are trying to place blame on me cause I drove the car 1200 miles in the 34 days I had it total. I put 500 down and payment was to be in low 400s and I ended up paying 34k

  Business Response

  Date: 05/29/2024

  I spoke with customer who told me mostly about the diagnostic fee and how he did not think it was fair to pay a fee to have a technician diagnose an issue on a used vehicle that he drove approx. 3 weeks. i explained how the diagnostic fee works and why there would be a charge if it was not a warranty item. in the interest of customer satisfaction i offered to waive the fee and he declined. No manager excepted the vehicle the customer left his keys with the operator, took his tags off the vehicle and left it on the lot. We explained that was not the way to handle the problem as he willingly signed and entered into a contract with a financial lender who holds the lien on the vehicle and it will be a repossession if he does not return to pick it up. The customer has owned the vehicle for approx. 3 and drove the vehicle approx. **************************************************** about any of the other issues he states he had when purchasing the vehicle. He only reached out to me 3 weeks later when there was a mechanical issue with the vehicle. The customer told me he was in the car business and he said he knows all the games that are played so i find it odd he would have been treated so poorly as he states and continue with the purchase and sign a contract, take possession and drive it for the time that he did. The bank was notified and will be picking up the vehicle. We want every customer to be completely satisfied and are very sorry this customer was not. Thank you.